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FINRA Elevated DEI, Psychological Safety, and Manager Effectiveness with Employee Listening

FINRA, the Financial Industry Regulatory Authority, plays a critical role in ensuring the integrity of America's financial system by supervising and regulating member brokerage firms and exchange markets.

Customer EX Impact Award

  • The Challenge:

    • Integrate core values deeply within its organizational culture.
    • Continuously assess and enhance the workplace environment, particularly in the realms of inclusion, decision-making, speaking up, and process efficiencies.
    • Address challenges heightened by significant organizational changes and a commitment to embodying its core values of collaboration, expertise, innovation, and responsibility.

  • The Solution:

    • Launched comprehensive Culture surveys in partnership with Perceptyx to gauge the embedding of core values and identify improvement areas.
    • Established a “Decision-Making One-Stop Resource Center” for leaders.
    • Rolled out psychological safety curriculum based on Amy Edmondson’s teachings.

  • The Impact:

    • Observed a notable increase in employee engagement scores, reflecting a deepening alignment with FINRA’s core values.
    • Implemented strategic initiatives such as the establishment of a Racial Justice Task Force that led to a more inclusive, empowered, and efficient workplace.
    • Received positive feedback from employees on the new programs and strategies aimed at fostering a supportive and collaborative environment.